Customer Service Executive

Thorn Baker Industrial Recruitment are looking for Customer Relationship Partners to work for an established manufacturer based in Bristol

Pay & Benefits:

• Starting Salary of £26,500 per annum
• 25 Days holiday + 8 days bank holidays
• 5 days a week in the office with potential to change to hybrid
• Auto enrolled onto pension scheme
• Chance for progression in a growing company

Roles & Responsibilities:

• Provide excellent customer service at all times, ensuring a positive 'can do' approach to queries, warranty claims, and complaints.
• Receive and respond to customer contact via telephone, e-mail, WhatsApp, chat bot and letter. Ensuring that you capture the details of each query, understand the customer's expectation and respond within departmental SLA timescales.
• Demonstrate problem-solving skills and an ability to work in a fast-paced environment, managing difficult conversations with customers when they arise.
• Be professional and polite in written and spoken communications to all parties, including internal and external stakeholders.
• Confidently complete a variety of workload requirements: emails, phone calls, warranty claims, locating part numbers referring to technical drawings and BOMs, and processes all on internal systems as required.
• Work closely and collaboratively with all members of the Aftercare team in support of resolving customer issues.
• Work to achieve individual KPI's which contribute to the success of departmental KPIs.
• Demonstrate a willingness to learn and develop, always seek to learn new ways of working and improving product knowledge.
• Participate in product knowledge sessions, training sessions and daily huddles as arranged by your line manager.
• Engage with personal development and communicate any training needs to your line manager.
• Be positive and adaptable to new ways of working, contribute to new ideas for continuous improvement of current processes. Proactively provide feedback to your line manager.
• Perform ad-hoc tasks as requested by your Line Manager.

What we need from you:

• Experience of handling incoming phone calls regarding queries from different sales channels
• Experience of adhering to KPIs and targets set for team success
• Experience of complaints and escalations handling
• Good communication skills, both written and verbal
• Strong organisational skills
• Positive "can do" attitude
• Self-motivated and driven
• Computer literate, able to use Microsoft packages, experience of dealing with bespoke systems
• Experience of working in a manufacturing or retail environment desirable
• Experience of processing warranty claims or dealing with technical matters is desirable

We are an equal opportunity employer and value diversity at our company. We welcome applications from people of all backgrounds, experiences, and perspectives. We believe that diverse teams make for more innovative and effective solutions.

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